Agent does not see new, untaken messages after returning from DND

[TuomasSoinneAinia]

Example scenario:

1. Agent AA, AB and AC are taking care of incoming chat messages
2. There are customers CA, CB, CC, CD and CE, agents see their incoming messages, two last messages are waiting to be taken, so all agents see those messages
3. Agent AB has dentist's appointment, so he/she leaves for one hour, transfers CB to AA, and sets his/her status to Do Not Disturb.
4. Meanwhile, customers CF, CG and CH start messaging the queue, so there is now 3 unattended messages waiting, since agents AA and AC have taken CD and CE
5. Agent AB returns to his/her desk, and sets status back to Available. Agents AA and AC wrap up clients CB, CD and CE and go offline, since their workday is full.
6. Agent AB sits and waits with seemingly empty queue. Refreshing the window or relogging in does not change this.
7. Customers CF, CG and CH sit and wait until they get bored, since no-one is seeing their chats anymore.

Is this intentional? If so, why? Is there any way to circumvent this, as it seems more like a design flaw than a feature? Queue wait times do not seem to affect webchats, so I can't figure out how to 're-queue' the chats. There's no way of redirecting the taken chat back to queue either.

 

[VasilisV_3CX]

Hi @TuomasSoinneAinia,

There are planned improvements to 3CX Live Chat in coming updates. I expect that this feature will be improved in update 3 or update 4 (most probably update 4). Until then, this is the expected behaviour.

 

[TuomasSoinneAinia]

Is there even some rough estimates about schedule of these updates?

 

[VasilisV_3CX]

Hi @TuomasSoinneAinia,

None that I can give you and will be able to be nailed down, suffice to say we're pretty quick with our builds and release pretty often! Keep and eye on our 3CX Blog for more info on releases and for more details on builds: https://www.3cx.com/blog/change-log/phone-system-change-log/